What does confidentiality mean?

When you contact the FamilyPoint by phone, text, email or online chat, what you tell us won’t be passed on to any other person or organisation outside FamilyPoint unless you want it to. Sometimes the Helpline advisor you are talking with may need to discuss what you’ve said with a colleague to make sure we give you the best help we possibly can.

If you choose to contact FamilyPoint via the Agony Aunt function, we may pass on the contents of your message to outside organisations and if selected will be published on FamilyPoint. It is therefore less confidential than using the Helpline.

If you are under 18 we will only pass on information that you have told us, with or without your permission, if you or another child or young person is unsafe (we call this significant harm).

If you are over 18 we will pass on information you have shared with us if you tell us about a child or young person who is at risk of harm or if you, or another adult, is in a life-threatening situation.

So we take action when we have information that other organisations could use to help protect you or someone else. Of course when this happens we will always keep in contact with you and explain what we are doing.

If you have any questions or worries about confidentiality, please let the Helpline advisor know at the beginning of your call, text, email or online chat.

Do I have to tell FamilyPoint anything about myself?

No, not if you don’t want to.

We might ask for the ages of your children and where you live in Wales so we can find information that will be useful to you, but you are in control of what you tell us about yourself.

If you want us to get in touch with someone else for you or contact another organisation that could help you further with what’s going on in your life you may want to give us your name, address, contact details and possibly other information – but this is up to you.

Do you know my phone number?

No, we don’t know your phone number unless you give it to us. However, if you have disclosed about someone being in an unsafe or life-threatening situation, then we will be passing on your information to other agencies through which you may be traced.

Do you know my email address?

Yes, we can see your email address when you send us an email to and if you leave it when using the Agony Aunt. We will not share this information with anyone unless you want us to (see Confidentiality section above). If you want to contact us but don’t want us to know your information, call us on 0300 222 57 57, text us on 0786 005 2905 or click the online chat button.

Can anyone see that I’ve used my home computer to get in touch with FamilyPoint?

No-one will be able to read any messages you’ve sent to FamilyPoint or received from an advisor as long as you keep your password private. It is possible for someone to see the history of the sites you have visited on your computer but not if you have deleted your history.

Who at FamilyPoint knows about what I’ve talked about?

Sometimes a supervisor may listen into the phone call or read your text, instant message or email to make sure that the advisers are helping you in the best way they can.

We do not record your messages here at FamilyPoint but we do record the number of calls, texts, online chat messages and emails that we get. We also record what type of help we give out but we don’t keep any information on who had that help.

When you text the FamilyPoint Helpline we can see other texts that have been sent from that telephone number but we cannot identify who you are or the number that you are texting from.

If you use the Agony Aunt your message will be seen by the editorial team before it is published on the website.

More questions?

You can get in touch with FamilyPoint by phoning 0300 222 57 57, texting 07860 052 905 or contacting us with a question by online chat or email. Our operating hours are Mondays to Thursdays from 6pm to 10pm and Fridays to Saturdays from 10am to 2pm.